IP Office-Busy signal instead of VM

[BMBurkhardt]

We have an office that has a hunt group set up with 3 incoming lines for "general callers." We also have 3 people who have a "direct line." Each of the direct line users have their own Incoming and Outgoing line ID. I have a "9N" short-code set so that these users call out on their line. The problem I am having is that when they make a call and are talking to a customer, a second call comes in and THAT caller get a busy signal rather than the call going to VM. All of these 6 lines are Centrex lines and I am now in the process of trying "call waiting", but now that 2nd caller hears ringing, but the employee never sees the second call coming in and after a period of time the 2nd caller gets "number busy."

HELP!!!

 

[BMBurkhardt]

Forgot to mention....this is a 406V2 unit running 4.2(24) and phones are 4412D+

 

[Greybeard191]

I don't believe CO-type features like call waiting, stutter dial tone etc translate well through any PBX.

What is happening totally makes sense. You got a user behind a PBX trying to deal with two calls on a single line. It's not going to work. They could go to VM, but the VM would have be CO VM, and then the notification won't work (user will never see stutter dial tone or MWI).

The only way this would work well is if the customer was using a PRI and it had a main number and the direct numbers were DID's or inward numbers. In that case, two calls would actually make it to the customer on the DID/inward.

GB

 

[kholladay]

@Greybeard191 is correct.

Analog trunks = 1 call per phone line unless you have call waiting. However call waiting doesn't give you the ability to pass two calls to the phone system so the 2nd caller can never make it to voicemail.

As he said either moved to a trunk that has multiple channels like SIP/T1/PRI or alternatively you can order additional analog trunks and have the CO set them up in hunt so that if the first line is busy calls route automatically to the second line.

Kyle Holladay / IPOfficeHelp.com
ACSS & APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[BMBurkhardt]

Thanks for the info. Doesn't sound too promising for the "direct line users." Originally looked into putting a PRI in this location, but was cost prohibitive. Please keep the comments coming!

 

[amriddle01]

No more comments to make, it can't ever work unfortunately. Try it at home, put an answer machine on your line and make a call on that line then call your home number and see if it answers, it can't

http://www.ipoffice.tel

 

[hairlessupportmonkey]

this is common sense stuff really. nothing technical about it!

ACSS - SME
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